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  • 1.  Agent assist by manager during interaction

    Posted 05-25-2023 05:21

    Good day everyone !

    Do you know if an agent can ask for asistance from his manager when he is in call with a client?

    Thanks for your response

    Mamadou


    #Reporting/Analytics

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    Mamadou Diene DIOP
    Ceritek Sarl
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  • 2.  RE: Agent assist by manager during interaction

    Posted 05-26-2023 20:12

    That would be the Agent Assistance feature.  Here is a link:  Agent assistance - Genesys Cloud Resource Center (mypurecloud.com)
    Essentially, they click this icon on the left: Icon for agent assistanceAn then they can chat with the supervisors of the queue they are in.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Agent assist by manager during interaction

    Posted 05-26-2023 20:30

    Thank you for your feedback

    Regards



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    Mamadou Diene DIOP
    Ceritek Sarl
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